Quest Diagnostics
Trainer/Facilitator - Patient Svcs- Houston, TX req52508
At a glance
Location: US-TX-Houston Map
Posted: 10/27/2020
Closing: 11/26/2020
Degree: Not Specified
Type: Full-Time
Experience: Not Specified
Quest Diagnostics
Job description

Spec Training / Patient Svcs- Houston, Texas - M-F 8am-5pm, flexible

Go the extra mile.  Patients and Physicians rely on our diagnostic testing, information and services to help them make better healthcare decisions. These are often serious decisions with far reaching consequences, and require sensitivity, tact and a clear dedication to service. It’s about providing clarity and hope.

In Patient Services you will work for the world leader in the industry, with a career where you can expand your skills and knowledge. You’ll have a role where you can act with professionalism, you can inspire colleagues, and you can care about the work we do and the people we serve.

At Quest, Patient Service roles are tremendously important – it is a patient-focused role where it is essential to remember that there is a life and person behind every test tube. Your skills are critical, as is your ability to work with the patients. The role is varied and offers a developing career in Phlebotomy due to the scale and reach of Quest. You can grow and improve your skills in a fast-moving, supportive team environment. Most importantly, you can help us make a real difference.

Job Summary:

Under the direction of the Territory Manager, provides technical and non-technical training to all staff; writes and updates procedures; performs site visitations and process analysis; administers staff competency testing, conducts in-services and meetings; conducts interviews for externs and interacts with Patient Services management, IT management, Billing Management, Commercial Group and staff. Monitors Corporate Initiatives. May perform other related tasks as assigned.

Job Accountabilities:

  • Provides technical and non-technical training to new and existing employees in the Patient Services Department: 
  • Computer functions i.e. Care360, QLS or other internal lab systems
  • Specimen collection and processing
  • Patient Care Gold Standards
  • Quality control/assurance
  • Patient Service Center Standard Operating Procedures (SOPs)
  • Billing (including bad debt reductions)


  • Safety and Environmental Health and Safety (EHS)
  • Provides training for site leads, group leads and Supervisors
  • Forensic urine collections (DOT and non-DOT collections) where applicable
  • Develop, maintain and implement training materials and ensure consistency across the Region.
  • Writes new procedures as directed.
  • Implements roll out and required training of new procedures.
  • Develops training material for customized training.
  • Develops training material for new hire training.
  • Develops training material for Site Leads, Group Leads and Supervisors.
  • Performs site visitations and process analysis.
  • Conducts site visits to verify adherence to SOPs, compliance, and safety.
  • Conducts site visits to enhance performance of sites not meeting corporate metrics.
  • Observes current processes, recommends improvements and assists with implementation.

Externship Program:

  • Schedules and conducts externs interviews
  • Assesses Phlebotomy skills
  • Provides training for Externs
  • Provides feedback to Territory Manager/Supervisor on extern performance
  • Monitors and troubleshoot implementation of Corporate Initiatives
  • Keeps a year to date spreadsheet for the territory on:
  • Easypay
  • Open Invoice
  • PCGS
  • E-learning
  • Training Initiatives

Other duties

  • Pilots and projects
  • Performs UAT Testing where applicable

Job Requirements:

Language skills:

  • Must be able to read and write reports and communicate effectively.
  • Must be able to present material to be understood by a diverse group of individuals.

Critical thinking skills:

  • Must be able to troubleshoot problems, provide solutions, and implement processes
  • Must be able to prioritize work responsibilities and manage multiple projects simultaneously

Other skills and abilities:

  • Must be able to work independently, develop training materials and participate in team oriented projects.
  • Must have knowledge of computer applications (Microsoft product: word, excel, PPT, outlook,…) Practical knowledge in patient services data entry (QLS, IDAA, Care360)


  • Required: High School Diploma
  • Preferred: Associates Degree

Additional Certification:

  • Phlebotomist Certification (where required based on State Regulations)
  • Forensic urine collections (DOT/non-DOT) where applicable

Work Experience:

  • 3-5 years of phlebotomy experience OR
  • 3-5 years of relevant Training experience

Physical Requirements:

  • Ability to stand and sit for extended periods of time
  • Occasional overnight travel may be required.
  • Specific vision abilities required by this job include color vision.
  • The employee is required to drive including long distances

Other Requirements:

  • Work effectively as a team member
  • Ensure the confidentiality of patients, employees, and laboratory documents.
  • The employee may on occasion be required to attend meetings or training sessions during the evening hours.
  • Must have a valid driver’s license and clean driving record
Trainer/Facilitator - Patient Svcs- Houston, TX req52508